Help Desk Representative

Company Description

Northrop Realty represents buyers and sellers of residential real estate in the Baltimore and Washington metropolitan regions with offices in Annapolis, Baltimore, Clarksville, Columbia, Ellicott City, Fallston, Frederick, Lutherville-Timonium, Phoenix and Sykesville. Northrop Realty also operates coastal office locations in Bethany Beach, DE, Fenwick Island, DE, Lewes, DE, Millsboro, DE, Newark, DE and Oak Island, NC.

At Northrop Realty, we proudly offer a comprehensive benefits package to full-time employees after a 90-day introductory period, designed to enhance your health, and well-being. Benefits include health insurance (medical, dental, and vision – Individual & Family), health coaching through NOOM, 80 hours of prorated PTO in your first year, 120 hours of PTO afterward, 11 paid holidays including one floating holiday and your birthday. We also provide two weeks of paid parental leave for new parents who have completed at least six months of service. 

In addition to a competitive IRA retirement plan with matching contributions, we also offer supplemental benefits including life insurance, disability coverage, and accident insurance providing you with extra peace of mind.

Additionally, all staff with real estate licenses are eligible to receive commission compensation for referrals, allowing you to benefit from your network while contributing to our success.

Job Description

Job Summary:

As Northrop Realty’s Help Desk Representative you are the gateway to resolving technology problems for members of the brokerage. You will serve as the first point of contact for the IT Help Desk Team, assisting users with Google Workplace, Zoom, Uniflow Printing, WiFi issues, and more. You install, maintain, and repair IT equipment, systems, and software throughout our offices. You provide technical assistance and answers to user questions with 5-star customer service. You help keep our brokerage running seamlessly by anticipating and troubleshooting problems with computer hardware and software.

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Provide first-level technical support to employees, agents, and leadership via phone, email, or in person.

• Diagnose and resolve basic hardware, software, and network issues related to real estate-specific tools, applications, and systems.

• Assist users with setting up, configuring, and troubleshooting computers, mobile devices, printers, and other office equipment.

• Ensure all support requests are logged into the ticketing system and appropriately prioritized.

• Provide guidance on how to use various company software tools, including real estate CRM systems, telephone software, and other commonly used platforms.

• Troubleshoot internet connectivity issues, VPN access, and remote desktop connections.

• Assist in the onboarding of new employees by setting up devices, accounts, and software applications.

• Perform basic preventative maintenance and system updates to ensure smooth operation of all IT systems.

• Maintain a high level of customer service and professionalism while supporting end users.

• Stay up to date with new technologies, tools, and trends within the real estate industry.

• Ensures compliance with all Long & Foster IT processes, procedures, and practices; ensures that our team is properly trained and adheres to those processes, procedures, and practices. 

• Installs and updates software and hardware.

• Identifies, investigates, and applies knowledge of computer software, hardware, and procedures to resolve user problems with computer software and hardware. This may include fielding support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

• Arranges service by software or hardware vendors to repair or replace defective products.

• Communicates with the Facilities Department and Help Desk Specialist on upcoming initiatives that require support.

• Maintains knowledge of technology innovations and trends. 

• Provides emergency call support after hours.

• Lives the Northrop values.

Supervisory Responsibilities: 

• None.

Qualifications

Required Skills/Abilities: 

• Excellent analytical skills.

• Excellent problem-solving abilities. 

• Excellent time and project management skills; proven ability to multitask and meet deadlines, and delegate.

• Excellent organizational skills and attention to detail.

• Strong verbal and written communication skills; ability to explain technical issues in easily understandable terms. 

• Strong initiative.

• Strong people skills and interpersonal savvy.

• Ability to function well in a high-paced environment.

• Ability and willing to respond to emails/texts/phone calls outside of normal business hours.

• Ability to provide emergency response after normal hours.

• Proficient with Microsoft Office and Google Workspace.

Education and Experience: 

• High school diploma or equivalent required; Bachelor’s degree in Computer Science or related field preferred.

• 1+ years of experience with PC and Mac hardware and software, telecommunications, mobile devices, networking, and service administration.

• 1+ years of experience in customer technical support.

• Strong experience troubleshooting Windows 10, Mac OS, Office Suite, Internet Explorer, and VPN/network connectivity.

• CompTIA A+ preferred

Physical Demands:

• May experience prolonged periods of sitting at a desk and working on a computer.

• Must be able to stand, bend, squat, climb, and crawl; must be willing and able to work in tight spaces.

• Must be able to lift and carry up to 50 pounds at times. 

Travel Required:

• Must be willing and able to travel between Northrop offices.

• Must maintain reliable transportation.

Confidentiality

This role may be privy to confidential information which shall not be shared other than with the parties involved in the transactions. Any breach in confidentiality may result in immediate termination. 

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Additional Information

Please note, this is an in-office role.

All your information will be kept confidential according to EEO guidelines.

We are an Equal Opportunity Employer.